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    • Candidates will hold a Level 4 qualification in Business Administration or equivalent and have previous experience working within a busy team supporting high-…
    • An understanding of complaint regulations such as DISP, and complaints management along with the wider regulatory environment.
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    • Handle all regulated complaints within the FCA complaint guidelines.
    • Handle all regulated complaints within the FCA complaint guidelines.
    • Manage Financial Ombudsman Service correspondence, coordinating information and supporting the assigned complaint handler.
    • Technical skills - Capable of overseeing large losses within team, including provision of authority, team mentoring and reporting of trends.
    • Experience of managing a team of employees.
    • You’ll help drive team performance, share best practice and support colleagues to develop their knowledge and grow…
    • Previous line management experience as a team leader or similar, with the ability to manage team performance and resourcing needs, coaching, and developing…
    • Carry out one to one meetings with each team member and identify any training or development requirements and from this produce and deliver training material to…
    • Ensure personal and team compliance with relevant Company policies, including Health, Safety, Quality and Environmental best practices.
    • Previous responsibility for team performance management and workflow allocation.
    • Deliver technical coaching and promote best practice across the team.
    • Direct line management for a team of paralegals.
    • Sufficient technical ability to supervise the allocated sub-team .
    • In person and remote social events.
    • Monitor team performance against service level agreements, KPIs and client expectations.
    • This role is ideal for an established claims leader with strong PI…
    • Help your team address client risk management needs through consultative conversations and personalized strategies.
    • A Property and Casualty Insurance License.
    • Candidates will hold a Level 4 qualification in Business Administration or equivalent and have previous experience working within a busy team supporting high-…
    • Working knowledge of DISP and Consumer Duty as they apply to complaint handling.
    • Contribute to QA reviews, training needs analysis, and complaint trend…

Job Post Details

Complaints Manager
IRIS Recruitment
London W9 2AR
£40,000 - £50,000 a year
Full-time
Apply on company site

Job details

£40,000 - £50,000 a year
Employee discount, Employee assistance programme, Company pension, Private medical insurance, Cycle to work scheme
Full-time
London W9 2AR

Full job description

Permanent – Full Time – 40 Hours per week
We’re currently looking to recruit a Complaints Manager to join our team based at our hub in Goldney Road.
About the Role
Joining us as a Complaints Manager, you’ll have overall responsibility for the management and administrative compliancy of our Morgan Sindall Integration System (MSi), monitoring and actively managing the day-to-day service delivery, ensuing all cases are managed within overall time, cost and budget constraints.
You’ll support the Scheduling Team, provide training when required whilst ensuring full case management reporting is achieved and provided to the Partnership / Project Manager as and when required.
About You
Candidates will hold a Level 4 qualification in Business Administration or equivalent and have previous experience working within a busy team supporting high-profile clients. They will have line management experience, overseeing Team Leaders, Planners, Administrators, Call Handlers and apprentices.
Excellent customer service skills and a strong focus on business improvement are essential, alongside strong planning and organisational skills and the confidence to represent MSPS at senior-level meetings.
Strong IT skills, including proficiency in Microsoft Office applications and database management, are required, together with the ability to engage confidently with large clients.
Above all, this is a hands-on role, requiring the successful candidate to respond directly to complaints, attend client and team meetings, and plan proactively for future demands. A background in social housing, including experience managing repairs complaints, is essential.
Benefits
  • 26 Days Holiday & Bank Hols
  • Enhanced Pension Plan
  • Private Healthcare (including 24hr GP)
  • Life Assurance
  • Share Save
  • Enhanced Maternity & Paternity Pay
  • Work Perks Discounts & Vouchers
  • Buy & Sell Holiday
  • Flexible Working & Flexible Bank Holidays
  • Cycle to Work
  • Volunteering (2 days paid)
  • Learning & Development Opportunities
  • Extensive Wellbeing Support, including EAP
  • Loyalty & Values Awards
  • Funded Professional Subscription
  • Eye Care Vouchers
About Us
Morgan Sindall Property Services provide integrated asset management for housing associations and local authorities, focusing on improving the living conditions of residents and leaving a lasting legacy in the communities we serve. Our services include, responsive repairs, void refurbishments, compliancy services and planned maintenance works.
With over 1000 employees, we focus on a culture which puts people at the core of everything we do, encourages innovative thinking and always puts our customer first.
Build your career with a leading property services company, where we recognise that diversity of thought and talented people are key to our success.
MSPS are proud to support the resettlement of armed forces personnel.
Please refer to the full Job Description upon completing your application. INDLOW

The Company has experienced unprecedented growth over the past few years. We have a vast number of employees, and provide support to clients from all over the country.
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